This website is owned by ABN 35 625 842 837 (“RAW K-9 Pty Ltd”) under the domain name www.rawk9.com.au (“this website”).
Raw K-9 reserves the right, at its sole discretion, to revise and amend these Terms and Conditions without notice to you. Any subsequent access to or use of this website by you will constitute an acceptance of those amendments. The current version of the Terms and Conditions will be posted on this website and will cancel and replace any previous version(s).
Raw K-9 endeavours to present the most recent, accurate and reliable information on this website at all times. However, there may be rare occasions when some of the information includes incomplete or inaccurate data. Raw K-9 reserves the right to amend errors or update product information at any time without notice.
Raw K-9 products are not for human consumption and are only suitable for domesticated animals (“pets”).
You acknowledge that many pets suffer from allergies and illnesses and have different nourishment requirements in the same way humans do. It is up to you and the pet owner to make inquiries as to what food is suitable for their particular pet, and if necessary, consult a veterinarian on their pet’s specific needs.
The information from this website is not provided or generated from a licensed or certified veterinarian. This website was developed from unification of trusted online resources and experiences from feeding raw diets to pets.
For more information please refer to our full Disclaimer.
Cancellation or suspension of a RAW K-9 subscription must be requested by Thursday, 9:00 am AEST/AEDT at the latest, to ensure that an order is not processed. Cancellations or suspensions requested after this cut off are at risk of orders being processed and dispatched. The customer will be charged in full for any orders that have been dispatched. Cancellations or suspensions after this cut off are not effective for orders being processed unless agreed by RAW K-9 in writing.
All orders must be placed by 9AM WEDNESDAY so that they can be delivered the following week. If you miss this cut off time, your order will automatically be logged for the following week. We are unable to accept late orders.
New customers will receive 10% off their first order only. Please insert the code WELCOME upon checkout to ensure the code is applied. You cannot use other codes in conjunction with the welcome code.
You will receive an email from RAW K-9 stating your delivery date and all delivery information. Emails can land in junk/spam inboxes. It is the customers responsibility to ensure they check these folders.
All successfully processed orders will be prepared and sent out for dispatch. It is the customers responsibility to inform RAW K-9 of their wish to suspend or cancel an order. Suspending/cancelling an order must be confirmed in writing by RAW K-9.
If an order has been processed and the customer subsequently suspends or cancels their subscription, it is the customers responsibility to contact RAW K-9 in a timely manner and before dispatch to ensure the request can be actioned. If a customer does not notify RAW K-9 prior to dispatch, the customer will be charged in full for the order already dispatched, and the suspension or cancellation will become effective from the following week.
In the case of a ‘manual’ order. The customer will be notified by email from RAW K-9 stating their manual order delivery day/s. If the customer wishes to suspend or cancel their manual order, they must inform RAW K-9 directly and RAW K-9 must confirm in writing.
RAW K-9 is not able to suspend/cancel orders once the order has left for dispatch. All orders that have left for dispatch will automatically be scheduled for delivery, and the customer will be charged in full for the order. It is the customers responsibility to receive their goods.
RAW K-9 schedules all deliveries on a Tuesday or Wednesday, depending on your delivery zone. In some cases, it can be on another day. You will receive an email stating the delivery day your order will be delivered on. Your order will be scheduled for delivery within a specific time bracket. You will be notified by text message the night before your due delivery of the time bracket within which your delivery is scheduled to arrive. If there is a change to your scheduled delivery day or time, we will notify you by text message and/or email prior to your scheduled delivery.
In some zones we can offer 2 different delivery time brackets. 00:00-07:00 AEST/AEDT or 08:00-18:00 AEST/AEDT. If the 00:00-07:00 AEST/AEDT delivery time bracket is selected. The courier driver will not call or ring security/front doors. They will leave the order in a safe location assessed by the driver. You will then receive a text message stating delivery has been made along with an image for proof of delivery. You are then responsible to collect the order when convenient for you.
RAW K-9 does not recommend customers to select the 00:00-07:00 AEST/AEDT delivery time bracket who live in apartments or in a public location. Orders can and do get stolen and RAW K-9 will not be responsible for these once goods have been delivered successfully.
You acknowledge that we may need to change your delivery date and window from time to time. We will notify you as soon as reasonably possible if your delivery date and window changes for any reason.
You will be responsible for an order from the time the goods are delivered in accordance with your instructions. We accept no liability or responsibility for any goods once the goods have been delivered to you.
All complaints and queries in relation to a delivery must be reported to RAW K-9 within 2 hours of the end time of your scheduled delivery bracket.
Deliveries will be left in a safe location as assessed by the delivery driver or otherwise in a location specified by you in your delivery notes. Our courier company will take a photo of the delivery location at the time of delivery. It is your responsibility to ensure that your package is collected in a timely manner.
At the time of delivery, you should receive a text message notifying you of your delivery. This text message will include a link that includes proof of your delivery.
Please note, whilst thefts do unfortunately occur, you are responsible for your goods once they have been delivered. RAW K-9 does not accept any liability or responsibility for the goods once they have been delivered to you, and therefore is unable to reimburse the value of, or replace stolen goods.
We recommend you contact us immediately if your order has been stolen, so that we can amend your delivery instructions if required, and notify our courier company.
Please dispose of the packaging according to your local council guidelines.
Whilst we aim to satisfy the statements made on our packaging, there are times where certain ingredients are not available. Where RAW K-9 is not able to offer an ingredient, we will fill your package with a replacement ingredient of equal or greater value.
RAW K-9 products are individually packaged by hand. As a result, pre-packaged meals and treats may be filled by up to 10% more or less than the recommended serving size specified on this website. We “spot check” the weight of our packages frequently to ensure that we are supplying you with the correct amount of product. If your products are underweighted by more than 10%, please contact RAW K-9 immediately so that we can supply you with a resolution for the short fall.
Meal Portion Accuracy
Our aim is to always provide meal portion sizes to reflect the listed weight. However, this is difficult due to the following factors.
All ingredients are diced, not minced, meaning that individual cuts vary in size and weight. The diced ingredients are then package using a vacuum pumping machine which is accurate to approximately 10% either side of the set portion weight. As the final step, edible meaty bones are added to the meal, again, all individual pieces naturally vary in size and weight.
A combination of the above may result in individual meals weighing above or below the desired amount.
Expiration of Products
It is important that products are stored appropriately and consumed within the recommendations provided by RAW K-9.
Products that are frozen will remain safe for consumption for a period of 3 months from delivery if they are stored in a frozen state.
Once products have been fully defrosted, they must be consumed within 5 days.
RAW K-9 will not be responsible for any problems that occur following consumption of our products outside of these recommendations.
RAW K-9 aims to achieve the highest level of satisfaction for its customers; however, we appreciate that sometimes things don’t go to plan. In the event that our products are spoiled when received by you, RAW K-9 will offer an appropriate solution to rectify this problem.
Where the product has been delivered in a spoiled state, RAW K-9 will offer you a refund or credit.. Please note that the product is deemed to be delivered at the time recorded by the courier, which will usually be accompanied by a text message to the contact number you have provided to us.
All products are blast frozen and packed with ice pack/s prior to dispatch. Our products are then transported in refrigerated trucks however it is normal for our products to begin to thaw during transportation. This will not be considered spoilage of the products. Immediate refrigeration upon delivery will ensure that the products maintain their freshness.
We will not offer a refund or credit where there has been no fault by us. It is your responsibility to ensure that you are available at the time that the products are scheduled for delivery. Spoiled products that have been caused by your failure to refrigerate the products immediately after delivery will not be covered by this policy. It is your responsibility to ensure that you have adequate freezer and refrigeration room to store the quantity of the product ordered.
All requests for a refund of credit will be determined on a case by case basis, and the product must be retained by you for examination by us. RAW K-9 will not offer a refund or credit where an examination reveals that the products were delivered in an acceptable state. Please contact us immediately via telephone or email to discuss any concerns you have.
PayPal/Stripe Refund Fee
RAW K-9 process payments and refunds via both PayPal and Stripe. All refunds incur a 1.8% refund fee calculated on the total refund amount, which is charged by PayPal and Stripe. This fee is not charged by RAW K-9 and RAW K-9 does not receive any financial or other benefit from this fee.
Where you have requested a refund for a reason that is not the fault of RAW K-9, this 1.8% refund fee will be deducted from the refund amount that you are due to receive. The reduced refund amount will then be processed.
Where a refund has been offered due to the fault of RAW K-9, we will waive the 1.8% refund fee.
Standard Promotion Terms and Conditions:
- Acceptance. By using or attempting to use a promotion code/voucher, you agree to accept and be bound by these terms and conditions.
- Offer Period. Promotions are available for a limited time only, for as long as it is advertised on https://www.rawk9.com.au – RAWK-9 has the right to cancel or change any promotion at any time without notice and in its sole discretion.
- Conditions. Promotions/vouchers are not valid for cash or cash equivalent. Promotions/vouchers cannot be applied to previous purchases nor combined with any other offers or discounts. Promotions/vouchers may not be combined with any other offers unless explicitly noted.
- Offers are non-transferable. All monetary amounts specified in these terms and conditions are in Australian dollars (AUD). Promotions may be subject to availability.
- Redemption. To redeem an offer during an Offer Period, enter the advertised promotion/voucher code into the promo code box during the checkout process. A promotion code cannot be used in conjunction with any other offer. You can only use the promotion code once unless otherwise stated.
- Changes. RAWK-9 reserves the right to vary the terms and conditions of the offer at the company’s own discretion.
- Offers: From time to time we may run promotions/vouchers on our website which are subject to both these Terms and any additional promotion-specific Terms which are incorporated into these Terms by reference. You should ensure that you read the specific conditions that apply to each promotion/voucher. By proceeding to purchase you agree and accept the Terms of the applicable promotion(s).